Refund policy

Refund & Return Policy

Last Updated: 02 February 2026

This Refund & Return Policy (“Policy”) is issued in accordance with applicable provisions of the Food Safety and Standards Act, 2006, Food Safety and Standards (Licensing and Registration of Food Businesses) Regulations, and relevant Consumer Protection (E-Commerce) Rules, 2020, and governs the sale of perishable food products by Eastcoast (“Company”, “we”, “us”, “our”).

By placing an order with Eastcoast, the customer (“you”, “user”, “consumer”) agrees to be bound by the terms of this Policy.

1. Nature of Products

Eastcoast deals in highly perishable food items, including but not limited to fresh fish, meat, poultry, and related products. Due to food safety, hygiene, and public health considerations, returns and refunds are strictly regulated.

2. Refund Eligibility

A refund may be considered solely under the following conditions:

a. Incorrect Product
Where the customer receives a product different from what was ordered.

b. Missing Items
If any item is missing from the delivered order, such item shall be fully refunded in all cases, subject to verification.

c. Damaged or Spoiled at Delivery
Where the product is proven to be damaged, spoiled, or unfit for consumption at the time of delivery, supported by clear photographic or video evidence.

d. Customer Satisfaction Issues
In cases of dissatisfaction not amounting to spoilage or damage, a partial refund of up to 30% of the product value may be offered solely at the discretion of Eastcoast, based on internal review and mutual discussion.

3. Mandatory Reporting Timeline

  • All refund or complaint requests must be reported within 24 (twenty-four) hours of delivery.

  • Requests made after this period shall be deemed time-barred and will not be entertained.

4. Refund Request Procedure

To initiate a refund request, the customer must:

  1. Contact Eastcoast within 24 hours of delivery via:

  2. Provide:

    • Valid order ID

    • Detailed description of the issue

    • Clear photographs and/or videos of the product, packaging, and label

  3. Retain the product until the claim is reviewed.

Eastcoast reserves the right to request additional information for verification.

5. Refund Processing

  • Approved refunds shall be processed to the original payment method only.

  • Refund processing timelines may range between 5–10 business days, depending on banking and payment gateway procedures.

  • Eastcoast shall not be liable for delays attributable to banks or third-party payment providers.

6. Non-Refundable Circumstances

No refund shall be issued in the following cases:

a. Orders not received directly by the customer.
b. Improper storage, handling, or delayed consumption after delivery.
c. Cooked items, cut or processed items, or products consumed partially.
d. Items stored for extended durations beyond delivery.
e. Absence of required photo/video evidence.
f. Repeated defaulters, misuse, or abuse of the refund mechanism.
g. Subjective preferences including taste, smell perception after storage, or personal dislike.
h. Failure to accept delivery or errors in delivery details provided by the customer.

7. Customer Responsibilities

  • The customer must inspect the order immediately upon delivery.

  • Once delivery is completed, safe storage and food handling become the sole responsibility of the customer, as per FSSAI food safety guidelines.

  • Eastcoast shall not be responsible for quality degradation due to post-delivery handling.

8. Compliance & Food Safety Disclaimer

In line with FSSAI regulations, returned perishable food items cannot be resold or re-circulated. Refunds, where applicable, are processed strictly based on evidence and compliance verification to ensure public health safety.

9. Right to Refuse Refund

Eastcoast reserves the right to refuse any refund request that does not meet the conditions outlined in this Policy or where fraudulent activity, misrepresentation, or policy abuse is suspected.

10. Policy Modification

This Policy may be revised, updated, or modified at any time without prior notice. The version published on the website at the time of order placement shall prevail.

11. Contact Information

For refund-related queries or clarifications, please contact:

Eastcoast
📧 eastcoast_fresh@outlook.com
📞 8919599847 | 6304076069